Q: 1. Who We Are

GoTo Technologies USA, LLC (“we,” “us,” or “our”) is the developer and publisher of the LogMeIn Resolve and Resolve Agent Applications (each an “app”), which are business-to-business applications designed to help our customers’ support agents and IT staff triage and resolve end-user technical support issues and manage our customers’ technology assets (“service”). We act as a service provider (also referred to as a data processor) and process information on behalf of our business customers pursuant to our contracts with them (“Customers”).

Question 1

1. Who We Are

Accepted Answer

GoTo Technologies USA, LLC (&ldquo;we,&rdquo; &ldquo;us,&rdquo; or &ldquo;our&rdquo;) is the developer and publisher of the LogMeIn Resolve and Resolve Agent Applications (each an &ldquo;app&rdquo;), which are business-to-business applications designed to help our customers&rsquo; support agents and IT staff triage and resolve end-user technical support issues and manage our customers&rsquo; technology assets (&ldquo;service&rdquo;). We act as a service provider (also referred to as a data processor) and process information on behalf of our business customers pursuant to our contracts with them (&ldquo;Customers&rdquo;).

Question 2

2. Purpose of this Notice

Accepted Answer

This notice is designed to provide information about (a) how we process your data when you download our app, and (b) the personal data that our Customers process through the service using our app.

When you download our app, we receive only statistical information from the app platform you use to acquire our app. We use this information for our own business purposes, but it typically does not constitute personal data, because we cannot identify individuals solely based on the app download. If we receive personal data, we treat it in accordance with our Privacy Policy.
When you use our service, we process personal data as a service provider for our Customers. The specific personal data we process for them will depend on which service features they have chosen to enable and use. Consult the Customer’s privacy policy for more information about what personal data they process and how they use personal data they process. If you have questions about how a Customer uses your personal data, please contact the Customer directly.

Question 3

3. Personal Data Processing by Our Customers

Accepted Answer

Our Customers may use the service to process their Content, which is the files, documents, recordings, chat logs, transcripts, and other information our Customers or their users upload to their account, or that GoTo maintains on our Customer&rsquo;s behalf, in connection with their use of the service. Because we act as a service provider to our Customers, our Customers, and not GoTo, are responsible for their personal data processing practices and their compliance with applicable laws when they use the service.

Question 4

4. Types of Personal Data Processed by the Service Through the App

Accepted Answer

Depending on which features a Customer has enabled, personal data that is contained in Customer Content may include:

Personal identifiers: Identifiers for agents and users, such as name, title, address, phone number, email or messaging address, username, user ID, notes, and similar information.
Device information: Information about Customer-managed devices, including device type, operating system, locale, antivirus status, patch management information, group name, mac address, Azure AD Device IDs, Device Nickname and MAC address, and similar device information.
Precise device location information (Resolve App Only): Near-real time information about the physical location of managed Customer devices. Note: In the Resolve App, Users of Customer-managed devices will receive a visual indicator when the Customer has enabled device location tracking services and while those services are active.
Support ticket information: Information about support tickets, including assigned agent and information about the end user, the reported problem and the device.
Support session information: Information about attended and unattended support sessions, including agent and user IP address, session key/ID, connection data, chat history, AI session notes, session recordings, job execution status.
Usage metadata: Information about user activity, such as device network logging (e.g., last boot, alert triggers) and application log information for performance and security.

Question 5

5. How We Use Personal Data in Customer Content

Accepted Answer

We use data in accordance with the terms of our Customer contracts. For example, we use personal data in Content to:

Provide, maintain, and operate the service
Provide support and troubleshooting to our Customers
Provide for service security and integrity, including to enforce our terms of service and associated service policies, including our Acceptable Use Policy

We do not use personal data in Customer Content for marketing or advertising purposes.

Question 6

6. Disclosure of Personal Data in Customer Content

Accepted Answer

When we process personal data in our Customer’s Content, our permitted disclosures are governed by our Customer contracts. We may need to disclose it: (a) to our affiliated companies that are directly or indirectly owned by our parent company, GoTo Group, Inc.; (b) to third-party service providers, such as hosting providers or application providers, who help us provide the service; (c) to our auditors and consultants who help us operate our business and the service and/or to provide for its security and integrity; (d) in connection with a merger, divestiture, acquisition, reorganization, restructuring, financing transaction or sale of assets; and (e) as required by law or administrative order, to assert claims or rights, or to defend against legal claims.

We do not sell or otherwise disclose personal data in Customer Content to third parties for their own use.

Question 7

7. Data Retention of Personal Data in Customer Content

Accepted Answer

We retain personal data in Customer Content in accordance with the provisions of our Customer contracts, or as otherwise required or permitted to comply with our legal obligations or enforce our agreements.

Question 8

8. Customer Responsibility

Accepted Answer

Our Customers are responsible for ensuring that their use of the service complies with all applicable laws and that they have the appropriate legal basis to process any personal data contained in their Content.

Question 9

9. Your Rights

Accepted Answer

If you have questions about how our customers may use your personal data, or if you wish to exercise your data protection rights, you must contact the relevant business (our Customer) who controls your data. We will assist our Customers as necessary to respond to such requests.

Question 10

10. Contact Us / Additional Information

Accepted Answer

If you have questions about the service or the information it processes, please see our Trust Center. In addition, you can contact us:

Online: https://support.goto.com/contact
By Mail: GoTo | 333 Summer Street, 5th Floor | Boston, MA 02210